I have a conversation wrap up task action on the account record where our contact center reps can pick a couple of quick choices from some custom dropdown lists and write out a quick description of the interaction. We'll be rolling this custom task type out as a way to capture data in Salesforce that can be fed into a survey software to trigger contact surveys. We have financial services cloud.
I've been trying for hours to figure out how to bring the email address on the account onto the specific task record that will trigger the survey and I really need some guidance.
I tried to create a formula field on the activity object, but the only option on the advanced formula insert field is for household that takes me anywhere near the email field I want. This formula is not bringing the email address over.
FinServ__Household__r.Member_Email__c
Normally I'd look for Member (renamed from Account) since there's a lookup relationship. The Household option appears to be the same as Member (Account), or at least it appears to be giving me the same fields that are on Member. I've tried drilling down to person account and parent account and just using the custom email field right off of household and I'm at a complete loss.
How on earth do you bring over email address from the account on a task to use it there?
I'm probably leaving out a million details needed to actually answer the question, sorry about that!
#Service Cloud #Financial Services Cloud Thank you, Tabitha
Can you try just this in the formula (without the <>):
Account.<API name of your email field on Account>
Related To on Task is a polymorphic field (it looks up to a whole bunch of different objects) so you can't use it in formulas but I believe Account is the one exception to that and you just have to manually type it out instead of browsing through Insert Field.
The FinServ__Household__c field is a custom lookup field on Task that is part of Financial Services Cloud - it is not the Related To field which is what you want. The giveaway is the FinServ double underscore - anytime you see text followed by a double underscore at the beginning of a field name (not the __c at the end) it means that field is part of a package you have installed.
